ComplaintsforGeneral Awnings
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Complaint Details
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Initial Complaint
07/18/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On August 6th 2019 I purchased a motorized awning from General Awning for $1852.00, it was installed by a professional awning/siding company. In early 2023 I noticed that the white metal hardware that had been powder coated was starting to rust and the powder coating was "flaking off" in large pieces on to my papered deck. Knowing I have a 5 year warranty on this awning I reached out to General Awning, I took photos of the powder coating pieces that had fallen to the ground as well as the rusted bar that is now a huge eyesore. Additionally, the rust is now staining my white trim on my home which now will need to be repainted.I sent an email to the customer service manager named **** and here was his response to me and I quote him."Thank you for the additional information. We understand your concerns, but unfortunately, this type of product is susceptible to rusting, especially in humid climates such as *********."What I find amusing is that this is a shade company selling to customers in the south where all of the climates are considered "humid climates". I reached out to the customer service department at Sun Setter (a competitor) and was told that they would cover that with a replacement at no cost to me but they have never had a powder coating "flaking issue" because of their backing process. My recommendation is that if you live where there are "humid climates" which at this time is 75% of the *** experiencing record heat and humid conditions you might avoid General Awning and buy from Sun Setter.Business response
07/20/2023
We believe the customer's rusting issues may have had to do with insufficient cleaning and maintenance on the awning throughout the years since the awning was purchased from us. Also, this type of product is more susceptible to rusting in very humid climates such as his and such circumstances aren't typically covered under any warranty. Despite this, we have given the customer a full refund due to the overall inconvenience.Initial Complaint
06/07/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered a double pitch awning from company. The color was supposed to be brown on top and white under. The reach was wrong and the drop was wrong. Once I paid for the awning the company stated it would take 10 days for shipping. It was shipped 2 days later. From April until today June 7,2023, I could not find no one to put together. I finally found someone to partially put together and that how I know everything was wrong. I paid $1800 total for this awning. If nothing else the color was wrong. I am disheartened because you have to search for no refunds. The awning was flimsy and not worth the money I paid for. I told the guy from support named ****** that I did not want another awning. I want a refund. Please give me some resolution.Business response
06/16/2023
Good afternoon,
Our customer reached out to us a couple of months after she received her order. We explained her that there is a window time of 30 days to report damaged, missing, and/or wrong parts according to our shipping and return policy listed in our website (Please see the link below) We also mentioned to her, that the awning she purchased is non-returnable however, we would wanted to make things right for her, and help her out to get the panels in the correct color.
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We requested further photos showing the top side of the panels, as the underside is always white, but we couldn't get more photos.
Please find the email thread attached, and let us know if you need additional information.
Customer response
06/20/2023
Complaint: 20155676
I am rejecting this response because: They were deceitful to begin with. They purposely sent those bad awnings out early for deception. The material were flimsy and not what I paid for. It should have been a hard aluminum type. Nothing that I can do my money is loss $1800 dollars gone down the drain. That company new full well what they were doing. I have no more trust to do any business with them. If you cannot get me some of my money back then ole well.
Sincerely,
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.